APAC WFM Summit 2024

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Also Generative AI-Powered Performance Analytics: Discuss the role of generative AI in analyzing workforce performance data to identify patterns, trends, and areas for improvement. Explore how AI-generated insights can drive data-informed decisions and optimize performance management strategies.

showcasing its ability to reshape traditional approaches and drive innovation across various facets of WFM, workplace and operations.

The workforce management market is reinvigorated with innovative solutions: The current generation of WFM solutions is increasingly flexible and responsive to enterprise customer requirements. The applications handle both voice and digital interactions and address the needs of agents, supervisors and WFM administrators with tools to create accurate and dynamic forecasts.

New-gen WFM is revolutionizing the staffing paradigm: New-gen WFM recognizes each employee as an individual with unique needs, rather than a corporate asset. With new-gen WFM, agents/employees have input and participate in the scheduling process, which introduces fairness and respect into the workplace, while also ensuring that performance goals are met.

Artificial intelligence is a critical enabler of the positive changes in the WFM market: Artificial intelligence enhances forecasting accuracy by enabling auto-selection of the optimal algorithm to address each unique scheduling scenario. The use of AI also helps balance the needs of employees and the contact center (or other departments) during the scheduling process and improves compliance with global, regional and local work rules. It is being used to enhance many aspects of WFM solutions as well as to handle the complexities of scheduling for an expanding number of digital channels.

The availability of WFM solutions in the cloud has reawakened the market: When WFM applications became available in the cloud, the increased flexibility attracted enterprise users and fueled a replacement cycle that has reinvigorated the market. The vendors are now making product enhancements requested by their customers, and the increased activity in the contact centre WFM is attracting new vendors to the market.

Much more innovation is expected in the WFM market in the next 5 years: Contact centres and other people-intensive enterprise departments are looking to their vendors to help them manage their complex workforce scheduling requirements, including the need for hybrid, on-site and work-at-home staffing. Managers need enhanced analytics to track productivity and performance, and the vendors are delivering new capabilities to properly handle the changing workplace dynamics. Many improvements have already been introduced, and much more is promised for the next few years.

GWFM APAC summit 2024 will have a huge coverages of insights and  benefit to the IT and BPM industry with WFM predictions for 2024.

Summit will cover with the strategic and technical keynote speeches and panel discussion with the group of WFM / Business leaders.

APAC summit involves a Keynote, a Panel discussion with the WFM Leaders, Tech speeches, and Tech Expo

APAC WFM Summit 2024 is going to be a signature event with huge knowledge sharing and professional networking with

20 galaxy of speakers and 100+ attendees.

APAC summit involves a Keynote, a Panel discussion with the WFM Leaders, Tech speeches, and Tech Expo 

The Theme of the event:  ( trending topics in the global market)

  1. Learnings from 2024 Trends
  2. Prediction of Workforce Management and Workplace in 2025 
  3. WFM Tech Trends for 2025
  4. Industry and Organization’s Preparedness 
  5. Future of Trends to Shape the Workforce  and Workplace 

 

Event Date: 18th Nov 2024

Time: 10-00 AM to 5-30 PM ( Followed by Lunch and Snacks)

Venue:  Novotel Manila Araneta City, Manila

Registration Link in case you want to nominate any of your additional team: 

Executive Summary : 

IT and ITES industries are constantly evolving. Digital WFM and AI enablement are no more buzzwords, becoming mandatory to stay ahead of the curve. The only way for you to stay competitive, foster growth, and create better customer experiences is to stay on top of the latest customer experience trends.

GWFM APAC Summit 2024 will have huge coverage of insights and benefits to the BPM industry with WFM predictions for 2025

The summit will cover the strategic and technical keynote speeches and panel discussions with the group of WFM / Business leaders.

 GWFM study prediction and priority for 2024Huge focus on Accelerated digital transformation, Innovation, sustainability, Hybrid workplace/work from anywhere, Great resignation, Workforce Optimisation, New-gen WFM, Skilling and Upskilling, Employee Experience,  Customer Experience, Employee Engagement, high focus on productivity and efficiency. 

Summit highlights : 

DIGITAL WFM & Generative AI (Artificial Intelligence): A significant impact on various aspects of Workforce Management and the workplace offering new ways to optimize processes, enhance decision-making, and improve overall efficiency. 

There are discussions to cover during the Leadership Roundtable, such as how Enhancing Customer Experience Through AI-Driven WFM: Showcase how generative AI can impact customer experience by optimizing workforce management processes. Explore case studies where AI-powered scheduling and resource allocation lead to improved service levels and customer satisfaction.

Distinguished Speakers

sanjiv gupta
Sanjiv Gupta

President & Country Head, IBM Business Services, Inc.

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Rajesh Haliah

Chief Operating Officer, Alldigi Tech

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Anish Kapoor

COO, Teleperformance Philippines

Francia
Francia Sales

Head of Customer Service Center, Manulife

Damon Spurlock_63
Damon Spurlock

Director, GMS Workforce Management & Command Center,
TechStyleOS

Nitin Jatta
Nitin Jatta

Sr. Vice President- WFM, Transcom

Mohit
Mohit Shah

Co-Founder & Chief Operating Advisor, Datanitiv

Jim mathew
Jim Mathew Joseph

SVP Workforce Management,
Teleperformance

Satyajit
Satyajit Chandra

WFM Leader, TELUS International

Manu Babbar-01-3
Manu Babbar

VP, Workforce Management
EXL Services Philippines

Vishal Malu
Vishal Malu

Global WFM Head, Cognizant

pratik
Pratik Datta

Business Operations Leader,Wipro

1575538341199
Saurabh Sharma

VP WFM, IGT 

shiva
Dr. Shiva

Founder, CEO, GWFM

WFM Summit 2023

WFM Summit 2023

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Distinguished Speakers

Francia Sales,

Head of Customer Service Center,  Manulife

Jay Parikh

Sr.VP, Workforce Management, ResultsCX

Lhen Quizon

Vice Pesident, APAC Workforce Management, Teleperformance

Dr. Shiva

Founder and CEO,            GWFM(Chatered Body)

May Jesseth Sy- Nalus

Sr. Vice President Finance, OfficePartners360

Ashish Bisht

Sr.Director, WFM Delivery and Data Intelligence,       Arise

1626967470378
Joy Sarigumba

Director, PH Country Workforce Management, TDCX

Mohit
Mohit Shah,

Co-founder and Chief Operating Advisor, Datanitiv 

satya
Satyajit Chandra

WFM leader, TELUS International

Arvind
Arvind Shukla

Head Of Global Workforce Service Delivery (Vice President),  Sagality

Nitin Jatta
Nitin Jatta

SVP, Workforce Management, Transcom

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Pratik Datta

Business Operations Leader, Wipro

Manu Babbar-01-3
Manu Babbar

Vice President WFM,           EXL

WhatsApp Image 2023-09-15 at 19.32.52
Shashank Khare

Global WFM Practice Head, Exato.ai

1626967470378
Subhashini Balakrishnan

Director, Call Center Operations, Dell Technologies

1662757174323
Vikas Wahee

Head Solutions IT & ITES, Intellicus

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